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Refund policy

Refund policy

At Milona, your satisfaction is our primary commitment. Our goal is to provide you with an exceptional experience.

However, if you receive a product that is defective or damaged in shipment, we offer a replacement guarantee. Please contact us within three days of delivery and we will send a replacement item, click here.

Please note that personalized items can only be replaced if they arrive damaged or faulty. Customized items are made specifically to your specifications and cannot be resold. Non-personalized items can be returned at your own expense.

We do not issue refunds or returns if :

  • Your order does not arrive due to factors under your control, such as providing an incorrect delivery address.
  • The item purchased is custom-made and cannot be resold.
  • The delivery of your order is delayed for reasons beyond our control.

We reserve the right to refuse refunds or returns if the item does not meet the criteria listed above or if the product has been used, altered or damaged in any way.

Returns for non-personalized products

You can return it for a full refund. We accept returns within 30 days of receiving your order. You are responsible for return shipping costs. The contents of the package must be exactly the same as the one you received. We reserve the right to refuse a refund if the product has been used, altered or damaged in any way. 
To initiate a return, please contact our customer service department, either via the contact form (click here), or by sending an email to the following address: hello@milona.co

Order cancellation

Cancellation is possible if your order was placed before 11 p.m. CET on the same day. After this time, all orders enter the preparation process, the information is frozen and can no longer be modified or cancelled.

Please contact us urgently if you wish to cancel your order, either via the contact form (click here) or by sending an email to the following address: hello@milona.co

Late delivery

A delay in the delivery of your order does not entitle you to any refund or compensation from us (unless you have subscribed to our delivery time insurance). We depend on postal services which are beyond our control, sometimes delivery may take longer than expected, depending solely on your location and postal services.